Complaints

• Initial Complaint

  10/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Called for service multiple times and was promised a call back after paying an assessment fee to a technician due to a faulty damper motor. It has been multiple month since the assessment and my requests for service kept getting ignored. After another call today I was told by their agent that service wasn’t done because I refused service and refused to pay for the service that was never done on my hvac system and that I have never paid for the replacement parts, which I never ordered!!!Horrible service.

  

  Business response

  10/30/2022

  On 6/24/22 our technician responded to a no ac call at this residence. Noticed it was low on refrigerant. This was the first instance that the client was told the damper could be going bad and should be replaced. 

  On 8/9/2022 our technician went back for a similar call where the ac was not working. On the invoice summary you can see where the client said he would live with it or replace the damper himself. He signed the invoice stating this was correct. 

  On 9/12/2022 the client called to set up another call to come back. At this time the client had purchased the damper himself and attempted to install it himself. As a company we do not install parts that customers purchase because we can not warranty them. And after a customer has attempted to replace it themselves there are many other issues at hand that need to be fixed because a trained technician was not performing the work. The client did not want to pay the price for us to get the part and properly install it so i as the owner decided it was too much of a liability and that we could not service that repair anymore. 

  At no point did the customer receive bad service, and as a company with such great reviews we stand behind our work. But we do not do halfway work or work on systems that customers take apart and want us to put back together because this causes issues and could cost us money. This client was given a price and chose not to complete work with us but chose to do it himself and when it was messed up was mad that we did not return to fix the problem he created and our reputation should not be in question because of his actions or lack of willingness to allow us to fix it right the first time. 

  I have attached the invoices he signed and i have phone recordings to back up our side in this. 

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